How to revolutionise customer centric leadership

As the utilities industry undergoes a profound transformation to enable a cleaner, more sustainable power system, placing customers at the centre of this transition is no longer just a priority—it's essential for long-term success. Gas, water, and electricity providers must navigate complex challenges while addressing rising public expectations for transparency, affordability, and reliability. This panel will discuss:   How can customer centric leadership build trust and ensure a just transition for all?  What is being done to keep customers at the heart of innovation?  How can the industry improve effective customer experience, efficiency and loyalty?    What needs to be done to improve utilities’ reputation? 

Chair introduction
Jo Causon, Chief Executive - Institute of Customer Service

Panel
Mike Gauterin, Customer Services and Technology Director - United Utilities